Just like your customers… Persistence deserves to be rewarded. No one has exhibited more persistence when it comes to trying to find the best way to reward customers than Gautama Swamy, the co-founder of Perfect Locks, an online seller of authentic virgin Indian hair extensions, weaves, and wigs. “We wanted to reward our customers uniquely,”…

Loyalty might best be described as a snowflake… Extremely fragile and difficult to hold onto and maintain. In other words, it’s really easy to mess up a rewards program- especially one that is tailored to individuals and rewards consumers based on behaviors the company offering the program deems valuable. The difficulty with loyalty today is that…

When people come and buy from you, they have certain… expectations. Things that they are looking for. Things that reassure them. Things that help them figure you out. When you are designing your ecommerce customer experience, think carefully about customer expectations and whether you are fulfilling yours. If you disappoint, you could be setting yourself…

In our last blog post, we discussed how you can calculate Customer Lifetime Value, or CLV. Determining this metric is crucial to understanding which customers are most valuable to your store, but now that you’ve figured that out, what next? If you currently have an active rewards program, you have a wealth of options in front of you. If…

One common phrase you hear at Swell is that we help stores incentivize whatever is important to them. But often, the answer to that question is not so simple. What is important to your store? The best way to attack a question so open ended is to look at data and statistics. Calculating your store’s Customer…

Loyalty programs work. The most successful ones — think My Best Buy and United Airlines’ MileagePlus — are driven by effective promotional strategies that generate new leads and engage existing customers. Whether it’s on your site or in your communications with your customers, your rewards program is only going to succeed if customers are able to…

Your first love likely seemed irresistible… It’s a feeling characterized by an insatiable thirst to return to your love time and time again regardless of the difficulty, distance, or dire straits involved. Unfortunately, with maybe the exception of childhood sweethearts who ultimately marry, that irresistibility generally wears off over time and leads to a parting…

It’s one of the most dangerous threats to your ecommerce business… Even worse, the threat is invisible; lurking just beneath the surface, stealing your customers, and only revealing itself to you after it’s too late. It’s disloyalty. And don’t assume you’re immune. The Question You Must Answer Exactly what type of loyalty is valuable to my…

In one of our recent blog posts we covered the Nordstrom rewards program in detail, discussing how the retail giant successfully built and executed their program. Nordstrom’s launch was highly successful and unsurprisingly they’re not the only major brand to have reaped the benefits of customer loyalty. GAP, Starbucks, Marriott, JCPenney, and many others are…

The tags that hang on your keychain… Or the cards that fatten your wallet… Even the rewards applications that fill your phone… These items prove you love the brands with which you do business. They’re tangible evidence of your loyalty. Or are they? Real loyalty (the type that manifests itself in the form of higher…